Mandarin Speaking Customer Support Representative (on-site)

Eager to build a rewarding career in the rapidly expanding online travel and lifestyle industry? We are searching for motivated, highly communicative professionals who are fluent in Mandarin to join our vibrant team in central Kuala Lumpur, Malaysia.

In this role, you will serve as a primary contact for our premier digital travel platform. You will support global travelers and business partners across key Mandarin-speaking markets—streamlining reservations, troubleshooting software issues, and delivering exceptional customer care.

Core Responsibilities

• Omnichannel Support: Assist clients and commercial partners via phone calls, live chat, and email, conducting all interactions fluently in Mandarin.
• End-to-End Booking Management: Oversee full-cycle reservation needs, including itinerary modifications, cancellation requests, and secure payment processing.
• Partner Coordination: Connect with hotel management, local tour operators, and facility coordinators to fix booking discrepancies, arrange custom requests, and confirm live inventory.
• Technical Troubleshooting: Walk users through account registration, digital wallet utilities, reward redemptions, and overall app navigation.
• Conflict Resolution: Utilize empathy and composure to resolve customer issues, turning difficult situations into positive brand experiences.
• Records Management: Log clear, thorough notes on customer interactions, escalations, and technical bugs within our English-based CRM platform.

Requirements & Candidate Profile

• Mandarin Capability: Fluent or business-level mastery. Candidates must read and type proficiently in Simplified and/or Traditional Chinese characters.
• English Capability: Upper-Intermediate (B2 level) minimum. Comfortable using English-based software, reading internal documentation, and interacting with global colleagues.
• Education & Skills: Holds a Diploma or Bachelor's Degree in any discipline (degrees in Hospitality Management, Communications, or Languages are a plus).
• Work Experience: Background in customer service or travel environments is helpful, but entry-level applicants are welcome.
• Technical Aptitude: Skillful at dual-screen multitasking, quick to adapt to mobile apps, and capable of maintaining a typing speed of 40+ words per minute.
• Work Availability: Prepared to work a rotating shift schedule—including weekends and public holidays—to accommodate global user activity.

Compensation & Employee Benefits

• Financial Package: Base monthly salary enhanced by shift pay, language premiums, and attendance bonuses.
• Performance Incentives: Monthly monetary bonuses tied directly to operational goals and productivity.
• Health Coverage: Comprehensive medical, life, and surgical insurance active starting on your first day.
• Paid Leave: Generous entitlements for annual leave, sick leave, and public holiday coverage.
• Modern Workspace: Work from a premier corporate campus in Kuala Lumpur with comfortable break rooms and collaborative workspaces.
• Career Advancement: Clear promotion pathways into Team Leadership, Quality Assurance, Training, or Workforce Management within 12 to 18 months.
• Skill Development: Free access to continuous skills training, cross-functional initiatives, and leadership workshops.

Living & Working in Kuala Lumpur

As Malaysia's dynamic capital city, Kuala Lumpur seamlessly combines rich cultural traditions with modern infrastructure, world-class dining, and premier shopping. Celebrated as one of Southeast Asia's most accessible international hubs, it provides an outstanding quality of life, efficient public transit, and a central launchpad for travel throughout the region.